Henry Johnson
Bangalore
Summary
Senior Business Analyst with over 11 years of experience in business analytics and contract management. Expertise in utilizing Power BI and Tableau to generate actionable insights and enhance stakeholder engagement. Strong background in ITIL processes and SLA compliance, driving operational efficiency and supporting revenue growth initiatives.
Overview
14
14
years of professional experience
Work History
Incident Manager
Accenture Solutions
Bangalore
08.2015 - Current
- Led Incident Management operations, ensuring SLA adherence and minimal downtime.
- Partnered with business and technology teams to establish effective escalation procedures.
- Built dashboards for incident trends and SLA performance, delivering insights to leadership.
- Developed mechanisms for contract compliance tracking, enhancing reporting accuracy.
- Aligned data insights with business requirements through cross-functional collaboration.
- Processed procurement and billing reports, maintaining accuracy and timeliness.
- Monitored reports on inflow/outflow, creating dashboards for performance analysis.
- Conducted quality reviews, providing feedback to boost operational efficiency.
Payroll Officer
Tesco
Bangalore
10.2014 - 07.2015
- Oversaw payroll operations and ensured compliance with process certifications and reporting standards.
- Prepared reports to monitor quality compliance and enhance operational efficiency.
- Trained and mentored new recruits, maintaining team performance in line with SLAs.
Senior Process Executive
Infosys
Bangalore
05.2012 - 10.2014
- Managed billing inquiries, conducting root cause analysis and compliance monitoring.
- Performed call quality checks and completed performance reviews to enhance client satisfaction.
- Delivered reports and analytics to leadership for tracking performance and compliance.
Education
MBA -
Madurai Kamaraj University
Tamil NaduSkills
- Business Analytics & Reporting (Power BI, Tableau, Advanced Excel)
- Revenue & Contract Management
- Data Visualization & Dashboarding
- ITIL Frameworks - Incident, Problem & Change Management
- SLA Compliance & Risk Analysis
- Stakeholder Management (CXO/HOD level)
- Process Governance & Compliance
- Root Cause Analysis & Continuous Improvement
Accomplishments
- Delivered analytics insights that improved incident resolution efficiency and reduced recurring issues by 70%.
- Developed dashboards and reporting mechanisms that increased leadership visibility on SLAs and compliance.
- Received client appreciation and awards (RAMP Award, Best Coach) for consistent performance.
- Proven ability to connect analytics with business outcomes to support revenue and contract compliance.
Timeline
Incident Manager
Accenture Solutions
08.2015 - Current
Payroll Officer
Tesco
10.2014 - 07.2015
Senior Process Executive
Infosys
05.2012 - 10.2014
MBA -
Madurai Kamaraj University